F&I Pro Helpdesk Analyst

Inside the Role

Daimler Truck Financial Services USA LLC (DTFS) is the captive finance partner of Daimler Truck North America (DTNA). For over 50 years, DTFS has supported the commercial vehicle industry and our customers with a comprehensive portfolio of financial services and solutions.
As an F&I Pro Help Desk Analyst within the Daimler Truck Financial Services (DTFS) Marketing & Sales Enablement team, you’ll play a key role in driving operational excellence by supporting our dealers, sales teams, and internal stakeholders. Your work will directly contribute to the efficiency and effectiveness of our business systems and processes.
In this role, you’ll be the first point of contact for users, delivering a seamless support experience through proactive troubleshooting, clear communication, and a strong focus on continuous improvement. You’ll also collaborate on enhancing tools and workflows that empower our sales enablement efforts.
You’ll join a collaborative, innovative, and people-first team that values curiosity, creativity, and growth. We celebrate wins together, support each other through challenges, and are always looking for ways to evolve, both as individuals and as a team.
This position reports directly to the F&I Pro Help Desk Manager.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Pay offered dependent on knowledge, skills, and experience   

  

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans.   

What You Drive at DTFS

 

• User Support & Issue Resolution: Serve as the first point of contact for DTFS dealers and internal users via phone and email. Provide support for dealer-facing systems including F&I Pro, Dynamic Financing, DocuSign, and related applications. Troubleshoot common system, access, and usage issues, and clearly document issues, resolutions, and user interactions within the ticketing system. Escalate complex or unresolved issues to supervisor or appropriate teams according to defined escalation guidelines.

• System Maintenance & Administration: Perform routine system support tasks such as user access updates, predefined system configurations, and content maintenance, following established processes. Assist with maintaining system notices, WalkMe guidance content, and approved documentation.

• Compliance & Knowledge Management: Contribute to the accuracy of help desk documentation by flagging outdated content, suggesting improvements, and updating work instructions as needed. Assist with maintaining internal knowledge resources, including AI-supported knowledge tools.

• Testing & Documentation: Participate in user acceptance or validation testing by executing predefined test cases for system updates. Document test results and report issues to the appropriate teams.

• Training & Enablement: Provide ad hoc user guidance and walkthroughs by utilizing subject matter knowledge and approved training materials. Support internal teams and external users with basic how-to questions during normal support interactions.

Knowledge You Should Bring

• High School Diploma or GED

• 2+ years of relevant experience in a customer service, call center, or help desk support role.

• Strong customer service mindset with clear, professional communication skills.

• Ability to follow documented processes and troubleshoot issues efficiently.

• Comfort managing multiple tickets and priorities in a fast-paced environment.

• Strong attention to detail and documentation accuracy.

• Ability to work independently within defined guidelines and as part of a team.

Exceptional Candidates Might Have

 

• Experience supporting business applications or dealer-facing systems.

• Familiarity with ticketing systems and knowledge bases.

• Prior experience working in a financial services, automotive, or dealer environment.

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)- 

Charlotte - DTFS, Fort Mill, SC US. Relocation assistance is not available for this position.

Schedule Type: 

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

Daimler Truck Financial is the captive financial services provider for the Daimler Trucks North America family of commercial vehicle products, including Freightliner Trucks, Western Star, SelecTrucks, Sprinter Vans, Thomas Built Buses and Fuso. We have specialized in financing commercial vehicles for more than 40 years. This proven experience gives us critical insights into helping businesses overcome challenges unique to the trucking industry. Additionally, we offer a range of financing solutions that can be customized to meet each individual business's needs, from owner-operators to large fleet managers and nearly every venture in-between.

To achieve our goal of being the first-choice provider of vehicle financial products and services that support our brands, dealers and customers, we are looking for talented, diverse and inspired people with the skills, experience and innovative spirit to provide a first-class experience at every turn. We are committed to providing a great workplace environment that fosters a culture of openness, support and camaraderie. Our employee programs and benefits are reflective of our values and are designed to promote growth, balance and wellness in many aspects of your career and life.

Additional Information

• Applicants must be legally authorized to work permanently in the country of posting

• Final candidate must successfully complete a criminal background check

• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions

• EEO - Disabled/Veterans

Daimler Truck Financial Services is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935